Information technology / Enterprise software
Salesforce: Employee IT enquiries and handling lost devices
- Company
- Salesforce
- Country
- United States
- Adoption stage
- In operation
- Source published
- Date basis
- The date the source was published. It can differ from the date adoption started.
- How the source was checked
- Read the full source text
The work problem
TechForce, Salesforce's internal IT support organisation, handles IT enquiries from 75,000 employees. Reports of lost and stolen devices took more than an hour each for people to review and process. Another obstacle was that employees wrote device names in their own natural language. Some wrote phone, some iPhone, some Pixel.
Technology and data
Salesforce first ran TechForce Agent, built with Agentforce, internally. It started with the simplest task, answering knowledge questions. When lost and stolen reports were handed over, the wording of a conversation could not be tied precisely to the company asset database, creating the risk of locking the wrong device or sending a replacement to the wrong address. As a fix, a deterministic matching layer was built that cross-checks against serial numbers and device records, and this approach was later shipped in the product as the Agentforce Graph feature. The team uses Agentforce Observability to look at what employees asked, what the agent returned and where the conversation broke down, and uses that for the next round of improvement. The bar for widening to all employees is 70 percent accuracy.
Results
Salesforce said the share of enquiries the agent finished without human involvement rose to the low 30s straight away. Over 18 months of refinement, customer satisfaction for TechForce Agent rose from 76 percent to 90 percent, with a year-end target of 95 percent. It explained that lost and stolen handling, which used to take more than an hour, now finishes in about 15 minutes.
Limits and open questions
The source does not disclose the volume TechForce Agent handles or its cost effect. The 95 percent satisfaction is a target, not an achieved result.
Sources
- Customer Zero Pilots: How Salesforce Pilots Its Own Software - Salesforcesalesforce.com, Accessed
Compiled from public sources. These are not results from ATF Works customers.